Interim Head of Customer Retentions (6 months FTC)
Location: Willerby, North Yorkshire, United Kingdom
Earnings: Competitive
Work Arrangement: Fixed term 6-month contract, onsite at Willerby, Hull
Role Overview
Lead the development of Quickline's FTTH retention strategy and shape how we retain and support our customers. This interim role focuses on building and improving retention capability, reducing customer churn, and protecting revenue while creating a scalable retention operation for the future.
Key Responsibilities
- Lead the development of Quickline's FTTH retention strategy and shape how we retain and support our customers.
- Build and implement retention processes, playbooks and controls that deliver measurable business impact.
- Work across Customer Operations, Product, Technology, Finance and Marketing to drive positive customer outcomes.
- Evaluate and help mobilise future retention delivery models, including in-house, outsourced and hybrid approaches.
- Make a lasting impact by creating a retention capability that can successfully continue beyond the interim assignment.
Required Qualifications & Experience
- Proven success in customer retention, churn reduction, lifecycle management or revenue protection within a subscription or recurring-revenue environment.
- Strong commercial awareness with an understanding of key retention metrics such as churn, save rate, recontracting and customer lifetime value.
- Experience building or improving operational processes, governance frameworks and reporting within a fast‑paced customer operation.
- Able to use customer data and insights to identify risks, influence decisions and drive practical interventions.
- A hands‑on, delivery‑focused leader who is comfortable challenging existing ways of working and turning ideas into action.
Benefits
- Pension – 5% employer / 5% employee contribution.
- Health Cashback Scheme – Can claim back prescription, GP and optician charges, therapy allowance, private outpatient consultations, EAP, 24/7 remote GP service, member discounts.
- 25 days annual leave + bank holidays, your birthday, house move and wedding day off.
- Option to buy or sell up to 5 additional days annual leave.
- Enhanced Paternity/Maternity/Adoption leave.
- Life Assurance.
- High Street Shopping Discount Scheme - Holidays, food and drink, insurance, sport, tech, high street, Ikea, M&S, cinema etc.
- Free Parking on site.
- Regular 'Lunch & Learns'.
- Social Events – Summer and End of Year parties etc.
- Core Value Awards - Regular opportunities to win!
Requirements
You must have the right to work in the UK in order to be successfully appointed to this role.
Interim Head of Customer Retentions in Willerby employer: Gofractional
Gofractional is an exceptional employer that prioritises a positive candidate experience and fosters a collaborative work culture in the heart of London. With a strong focus on employee growth, you will have the opportunity to enhance your skills while working with cutting-edge recruitment technologies. Join us to be part of a team that values kindness, innovation, and the continuous improvement of hiring practices.
